Time Management in Hospitality: Delivering Exceptional Service within Time Constraints
Guest experiences at a hotel are as much a product of the staff's personal skill set as they are of the organizational strategy of the hotel. There is no more satisfying experience than leaving an establishment with great memories and good advice, and you can bring this experience to your guests with time management skills.
The best talent agents expect their hospitality managers to deliver exceptional service within time constraints, because that's what sets them apart from everyone else. This post will provide tips on how to serve your guests without sacrificing personal relationships for productivity.
Think about the last time you were at a hotel when something amazing happened. You could be staying in a suite and receive exceptional service or you might be in the lobby getting comfortable with a book or calling your friends. Everything was wonderful until...
The concierge got you connected to a friend on the phone, but then rushed off to help someone else before you could ask for recommendations on where to shop or eat.
The valet recognized one of the two cars that pulled up, but neglected to inform you that they had already parked it for someone else who was staying at another hotel. This left you waiting for your car while multiple people went by who were attending the same event as you.
The bartender was happily pouring another drink for your friend, but then remembered you were there and rushed off to take your order instead of giving you a drink first.
You might think that all these things are easily fixable and that it's just a simple matter of communication. However, when you're staying at a hotel, it's not always easy to communicate what you need or want. It's especially hard when you're on vacation and at the mercy of your own mental capacity. This creates an opportunity for exceptional service which can make your stay more memorable and enjoyable.
Most of the time, these problems are simply human error. At worst, you might need to explore ways to improve the way your hotel communicates with you. However, this post isn't going into that territory. Instead, we'll look at ways to help you avoid these problems in the first place.
The easiest way to do this is by managing your time effectively for everything you do. That means not letting events outside of your control dictate how long it takes for service to be delivered. Recognizing that there are certain things they can't control or that are unavoidable will allow you to keep a level head when expectations aren't met or changed on a whim and instead take appropriate action in real time.
This is where the concept of strategy comes in.
Strategy is something that we use to identify the most effective way to get a goal accomplished. When we're meeting our guests at the hotel, we need to understand the goals of a service delivery and then find ways to optimize our time and effort so that they are met. The more effective the strategy, the better your guests will feel and the better you will look as well.
Here are some things you should keep in mind when it comes time to formulate a strategy for service delivery:
When does customer value exceed cost? This is different from "value-added" thinking in that it focuses on what people will actually remember about their experience. It also takes into account the true cost of a service delivery in terms of costs like car rentals, lost time and wasted money. Is it worth the cost to provide a better experience?
This is different from "value-added" thinking in that it focuses on what people will actually remember about their experience. It also takes into account the true cost of a service delivery in terms of costs like car rentals, lost time and wasted money. Is it worth the cost to provide a better experience? How do I prioritize among my guests for time and effort? This can change based on an objective metric indicating what level of attention they should be getting. For example, when I am bartending, it's not uncommon for important guests or hosts to get served ahead of the majority of other guests. This is what makes them important and worth the time and effort.
This can change based on an objective metric indicating what level of attention they should be getting. For example, when I am bartending, it's not uncommon for important guests or hosts to get served ahead of the majority of other guests. This is what makes them important and worth the time and effort. Who are my guests? Knowing your guests helps you cater to their needs more effectively. If you know they like whiskey and tend to get drunk quickly, then you might want to consider whisky neat. On the other hand, if you know they drink slowly and are generally more reserved, then a cocktail or wine would be a better fit.
Knowing your guests helps you cater to their needs more effectively. If you know they like whiskey and tend to get drunk quickly, then you might want to consider whisky neat. On the other hand, if you know they drink slowly and are generally more reserved, then a cocktail or wine would be a better fit. How did my guests get there? This can vary greatly based on what your hotel is. For example, if they are guests at your hotel and have just driven in from the airport, then you should be aware of the amount of time it will take them to get to and from the airport. If you know there is an event at one of your competitors that same day and they are driving over, then you might strategically change their expectations or communications.
This can vary greatly based on what your hotel is. For example, if they are guests at your hotel and have just driven in from the airport, then you should be aware of the amount of time it will take them to get to and from the airport. If you know there is an event at one of your competitors that same day and they are driving over, then you might strategically change their expectations or communications. When do I need to keep an eye on the clock? This question should be directly related to the content of your guests and how valuable they are. If you know that it's a group of six adults who will have to go to a restaurant after a meal at the hotel, then it would make sense to take care of them right away. However, if you know that they may want to stay later in the evening or return for breakfast the next day, then you might slot them into a later time.
This question should be directly related to the content of your guests and how valuable they are. If you know that it's a group of six adults who will have to go to a restaurant after a meal at the hotel, then it would make sense to take care of them right away. However, if you know that they may want to stay later in the evening or return for breakfast the next day, then you might slot them into a later time. How do I want my guests to feel? This is important because it helps us find ways to give our guests more value than what they already expect when we meet their needs. Keep in mind that just providing what is expected is not always enough.
Conclusion
In conclusion, I believe that the most important thing that you should remember when it comes to providing exceptional service delivery is not to be afraid of being too busy or overwhelmed with things to do. Knowing who your guests are and what you have to do for them will allow you to prioritize effectively. Also, remember that just because there is a lot going on at your hotel doesn't mean that your guests should wait around because they aren't important enough or aren't worth the time and effort. You can choose how much time and effort you will give a guest by learning how much value they are worth.